By Emma Vas, Published October 11, 2014 Acquiring new customers is a costly process. Not only are new customer acquisition costs higher than retaining current customers, but successful customer retention helps to strengthen your brand identity and business reputation. Surprisingly, many businesses don’t have a customer retention strategy. Yet, if your company is entering a … Continue reading Customer Retention: The Science Of Keeping Your Customers Coming Back
By Christopher Brown, Published October 9, 2014 The way customers are treated by your company is a direct reflection of your company culture. If you have a culture based on fear and mistrust, customers will experience the ramifications. Have you ever felt like you were being treated like a criminal for returning a product … Continue reading 3 Traits A Company Culture Must Have To Create Great Customer Experiences
By Aurelie Chazal, Published October 9, 2014 What being customer centric really means? That’s actually a very good question. To answer it let me tell you a story, the story of the company with one of the most customer centric strategies in the world: Zappos From Shoes to Customers, the Zappos’ fairytale: Once upon a … Continue reading Building A Customer Centric Strategy. A “Show, Don’t Tell” Approach!
By Theresa Mills, Published October 7, 2014 The customer service game has undergone a rapid transformation in recent years. New technology has meant that companies can deliver better customer service to more customers in more places in less time. But like with any game, there are rules. And breaking those rules can mean the difference … Continue reading 3 New Strategic Rules of Customer Service
How do you build customer relationships in today’s high-tech marketplace? I hate to say it, but… You’re running out of options. Customers are casually dating competitors while we are constantly learning what makes them happy and trying to speak their language. Email is one of the few fertile grounds you have left for building customer … Continue reading Why Customer Support Email Should Be Considered Sacred
A Personal Story It’s hard for me to believe with everyone so connected on social media that some organizations still don’t understand the importance of customer service. As small business owners, we know first hand how our social connections can give our customers power. If they like something, they’ll share it online with their friends. … Continue reading How to Turn Your Customer Service into Social Media Care
Are we ready for the new consumer? Technology has quickly become the main engine of differentiation of enterprises, and thus has a significant influence on their growth and profitability. We are in a new digital era, in which companies must seize the opportunities it offers to re-imagine their businesses, especially anything that affects their relationship … Continue reading Small Business Online Customer Experience
Building a loyal customer base is an essential part of growing a business. Applying the Pareto principal – that 80 per cent of revenue comes from 20 per cent of customers – highlights this. Every customer that doesn’t defect to a rival is one fewer that you have to go out and win back. So … Continue reading The Three Keys to True Customer Loyalty
Customer engagement is the aim of any organization: it’s a sign of success and future growth. Customer engagement in co-promoting a brand is seen by many executives as THE means to customer experience business results such as increased market share, share of budget/wallet, retention, and lifetime value. But before you revel in all the hoopla, … Continue reading Customer Engagement is the Capstone of Customer Experience Management
Customer service has rapidly progressed on social media. Gone are those days when your customers would write a letter or pick up the phone and wait in queue for the customer service executive to solve their problems. Now your audiences take to social platforms immediately to voice their displeasure and expect an instant reply. You … Continue reading 10 Customer Service Tips for Businesses Leveraging Social Media
